{"id":2466,"date":"2018-01-27T12:42:05","date_gmt":"2018-01-27T18:42:05","guid":{"rendered":"http:\/\/www.mooreds.com\/wordpress\/?p=2466"},"modified":"2018-01-27T12:42:10","modified_gmt":"2018-01-27T18:42:10","slug":"turning-zendesk-tickets-into-help-center-articles","status":"publish","type":"post","link":"https:\/\/www.mooreds.com\/wordpress\/archives\/2466","title":{"rendered":"Turning Zendesk tickets into help center articles"},"content":{"rendered":"<p>We used Zendesk as part of our ticketing system at The Food Corridor.  (Other parts are phone calls and an email inbox.)<\/p>\n<p>I&#8217;ve been pretty underwhelmed with Zendesk as a ticketing system&#8211;I find it hard to understand and the UX is overly complicated for our needs.  However, we recently moved a large number of FAQs into the Zendesk help center, and I found that aspect of the software to be awesome.  I&#8217;m especially excited to see if it cuts down on customer interaction by being integrated into the web widget.<\/p>\n<p>There&#8217;s also a cool way to take comments on tickets (typically with answers to common questions) and turn them into help center articles.  Here&#8217;s how you do that:<\/p>\n<p>An admin needs to install <a href=\"https:\/\/www.zendesk.com\/apps\/ticket-to-help-center\/\">this Zendesk application<\/a> and I recommend setting the &#8216;draft only&#8217; option.<\/p>\n<p>Then, the steps are:<\/p>\n<ul>\n<li>Go to a ticket.<\/li>\n<li>Click on the \u2018apps\u2019 button in the upper right hand corner<\/li>\n<li>Click \u2018post article\u2019<\/li>\n<li>Select the comment you want to post (you can only pick one)<\/li>\n<li>Enter your title<\/li>\n<li>Modify html if you\u2019re comfortable, but realize it will be a draft article regardless, and you\u2019ll have a chance to change it later)<\/li>\n<li>Click \u2018next\u2019<\/li>\n<li>Choose a section of your help center<\/li>\n<li>Click \u2018post to section\u2019<\/li>\n<li>Click the \u2018view\u2019 button (for some reason the edit button didn\u2019t work for me)<\/li>\n<li>Click \u2018edit article\u2019 (upper left)<\/li>\n<li>Modify the content if needed using the guide editor, which is nice and WYSIWYG<\/li>\n<li>Change from \u2018draft\u2019 to \u2018published\u2019 to make the answer available<\/li>\n<\/ul>\n<p>I remember a knowledge base project over 15 years ago that was aiming at sharing knowledge across our organization.  It flailed.  Zendesk help center seems to be well on the way to achieving such aims.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We used Zendesk as part of our ticketing system at The Food Corridor. (Other parts are phone calls and an email inbox.) I&#8217;ve been pretty underwhelmed with Zendesk as a [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[81,37,33],"tags":[],"class_list":["post-2466","post","type-post","status-publish","format-standard","hentry","category-the-food-corridor","category-tips","category-useful-tools"],"_links":{"self":[{"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/posts\/2466","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/comments?post=2466"}],"version-history":[{"count":2,"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/posts\/2466\/revisions"}],"predecessor-version":[{"id":2689,"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/posts\/2466\/revisions\/2689"}],"wp:attachment":[{"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/media?parent=2466"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/categories?post=2466"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.mooreds.com\/wordpress\/wp-json\/wp\/v2\/tags?post=2466"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}